A Note from Ruby Read More Special Offer: Upcoming Webinars Read More Feature Article: "SHABAHA - A new word starts a tradition that will live on!" Read More Special Offer: Earn a F.R.E.E. Customer Service Training DVD Read More Ruby's Schedule Read More	November 12, 2008 Volume 5, Issue 5 Sign up for this Newsletter or Read Past Issues
"Helping organizations make exceptional customer service a way of life through consulting, training and keynotes."

Ruby Newell-Legner, CSP

P.S. Hope to see you online for my upcoming webinars in partnership with Athletic Business. See below for more information.

During my 20 years on the pool deck I gave many pep talks. Most often, swimmers would come to me before each event and ask for last minute reminders about how to swim their race. With 200 swimmers swimming up to 6 events in a meet, I found myself repeating advice quite frequently … so I decided to make up a word to represent what I told them.

SHABAHA was the magic word that stood for "go for that good feeling you get when you have done your best." Sometimes that meant trying something new with a turn or focusing on an element of their stroke but overall it symbolized my philosophy of coaching which was for them to set their goals and focus on achieving them every time they hit the water.

The word became so popular that we made up cheers about it. We had t-shirts and banners made. It was our secret code word. Before each event, I would say SHABAHA and every swimmer knew exactly what I meant.

Then when I met my husband, SHABAHA took on a whole new meaning - go wherever you want with that! So it was not a big surprise when Rich and I got married and unbeknownst to each other we both engraved SHABAHA in each other's wedding rings!

So of course the first born child had to be named SHABAHA! Luckily for her she was a golden retriever.

For over 20 years that word has had a very special meaning to me in many ways. So as I sat at dinner with a colleague in Dubai last year, I was shocked to hear a gentlemen from Kenya speak up. He said, "You know what it means don't you Ruby?"

I explained that we had made up the word and he enlightened me that in Swahili the word means "Go for the Goal - Hit the target!"

So as I set out to do the training for the Orlando Magic, the US Open and the Intrepid, we used SHABAHA as a theme. We even assigned each letter a special tip for Customer Service. Here is that list.

S = Seven Star Service
This represents the level of service I experienced at the Burj Al Arab in Dubai. Every staff member creates an experience for each visitor that is beyond their wildest dreams.

H = Helpful
Each staff member should offer assistance in any way they can, to assure each customer is made to feel welcome and attended to.

A = Armed with Information
Each employee needs to know the details of special promotions, schedules, areas throughout the venue and can offer directions in a thorough and friendly manner,

B = Body Language
Body angles, posture and stance all play a part of the perception each customer has as they approach a staff member. Every employee should stand tall with open posture to assure they look confident and professional.

A = Anticipate and Acknowledge
With each event or situation, it is important to take note of what specific needs arise. Then when the occasion occurs the next time, they can be ready. Acknowledge each customer and let them know you are ready to serve their needs.

H = Hear what they Say
The power of a good listener is so underrated. By repeating back what we hear from our customers, we can be sure to understand their question and concerns. Nod your head to show that they have your undivided attention. Taking notes as they speak shows you want to get it right.

A = Approachable
Abiding by the 10-5 rule assures that customers feel comfortable inquiring for information. Within 10 feet any employee should cease a conversation with another colleague. Within 5 feet, the employee should have eye contact with and offer each customer a greeting.

What do you think the acronym SHABAHA should stand for? Get creative and see what you can come up with. I would love to hear what you or your staff thinks each letter should represent regarding Customer Service. The best answers will be rewarded with an autographed copy of my new book - Blueprints for Success which I recently coauthored with Stephen Covey and Ken Blanchard. Send your ideas to info@RubySpeaks.com.

Get creative and see what you can come up with. I would love to hear what your staff thinks each letter should represent in Customer Service. The best answers will be rewarded with a F.R.E.E. book - Blueprints for Success which I recently coauthored with Stephen Covey and Ken Blanchard. Send your ideas to info@RubySpeaks.com.

Shabaha!

© 2008 RubySpeaks, Inc. You are free to reprint or share this article providing you include Ruby's copyright information, leave it unaltered and include Ruby's contact information on the page.

Nov. 13, 2008	Webinar - Dealing with Upset Customers 1:00 pm Eastern / 10:00 am Pacific. Register here
Nov. 19, 2008	Presenter, National Marketing Institute, National Intramural-Recreational Sports Association Hilton Head, SC
Nov. 24 - 25, 2008	Presenter, Connecticut Recreation and Parks Association, Mohegan Sun Hotel and Conference Center Uncasville, CT
Dec. 02, 2008	Trainer, HQ AF Services Agency, Family Member Programs Division San Antonio, TX
Dec. 3-6, 2008	Presenter, Athletic Business Conference & Expo San Antonio, TX
Dec. 09, 2008	Webinar - Time Tactics to Make You More Successful 1:00 pm Eastern / 10:00 am Pacific. Register here
Jan. 06, 2009	Webinar - How to Attract and Select Great Employees 1:00 pm Eastern / 10:00 am Pacific. Register here
Jan. 26, 2009	Presenter, National Sports Forum, The Renaissance Glendale Hotel Glendale, AZ

Recognized as a leading provider of staff development programs for the Leisure Industry, Ruby Newell-Legner has designed and presented more than 1800 programs in nine countries.

Ruby offers customized learning programs, targeted to supervisors and front line staff. As an award-winning, international speaker, Ruby works with organizations to build better relationships: from front-line employees to customers, from co-worker to co-worker, and from supervisors to the employees they supervise. She helps participants refine skills that make relationships work.

Whether you are building a new team, or looking to rejuvenate your existing staff ... Ruby can help. To check Ruby's availability, call today at 303-933-9291 or send us e-mail Info@RubySpeaks.com

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